ICMI 4-Day Pro Pass

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ICMI 4-Day Pro Pass

** New for 2019 **

Receive your ICMI Strategy & Leadership Certificate as part of the ICMI PRO Series

As a 4-Day Pro Pass holder you will receive specialized training leading to the awarding of a certificate from ICMI for Strategy & Leadership as part of the ICMI PRO program.

In addition to having full access to the conference program, you will be required to attend 2 ICMI led workshops and 2 ICMI led 1 hour sessions during the conference to receive your certificate.

Monday May 13 (select at least one ICMI led workshop)

  • 8:30AM-5:00PM, Pre-13: Small Contact Center Workshop (Full Day)
  • 8:30AM-12:00PM, Pre-3: Principles of Effective Contact Center Management Workshop
  • 1:00PM-4:30PM, Pre-8: Contact Center Strategy Workshop

Tuesday, May 14 and Wednesday, May 15 (attend 2 ICMI led sessions)


  • Session 105: Characteristics of the Best Managed Contact Centers
  • Session 206: Developing a Roadmap for Operational Improvement
  • Session 301: Which Metrics Are Right for Your Business?
  • Session 404: If It Weren't for These Freakin' People!: The Pool of Relationships


  • Session 604: Developing an Effective Customer Access Strategy
  • Session 704: Team Empowerment - How to Reduce Conflict and Deliver an Effortless Customer Experience

Thursday, May 16 - 8:30AM-5:00PM (select one ICMI led workshop) 

  • Post 1: MasterMinds
  • Post 2: Power of Metrics & Data
  • Post 3: Coaching

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney, Director, Customer Care Team, The Hanover Group


   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.